Sue Hanley Unlocking the Secrets of SharePoint User Adoption [email protected] @susanhanley SharePoint Fest DC August 7, 2013 ©2013 SUSAN HANLEY LLC.

Transcript Sue Hanley Unlocking the Secrets of SharePoint User Adoption [email protected] @susanhanley SharePoint Fest DC August 7, 2013 ©2013 SUSAN HANLEY LLC.

Unlocking the Secrets of SharePoint User Adoption

@susanhanley

User Adoption

Are we sure?

User Engagement

But wait, then why are we here?

Results mean …     The average time to on-board a new employee went from 3 months to 3 weeks Customer satisfaction scores increased by 20% Average profitability per client engagement increased by 10% Revenue increased by 10% with no increase in headcount ©2013 SUSAN HANLEY LLC

Secret # 1: Adoption is not the end game

We built it, why don’t users just come?

Features that engage      Likes and Ratings Recognition Feedback Helpful Hints Search that works!

Content that engages     Well-written  Text easy to scan  Tips for writing great content for SharePoint Accurate, useful, timely, relevant No distracting images or banners Addresses the point http://tiny.cc/ContentAuthoring ©2013 SUSAN HANLEY LLC

Secret # 3: It’s personal

Me Mine Ours Focused

Why is it difficult to adopt new technologies?

A new product has to offer a 9 X improvement over the existing solution in order to be immediately or easily adopted.*

*Gourville, John T., “Why Consumers Don’t Buy: The Psychology of New Product Adoption.” Harvard Business School Note #504-056 (Boston: Harvard Business School Publishing, 2004).

Why is change so hard?    Comfort with the status quo  “This is how we’ve always done it … and it works for me.” Discomfort with being forced to change  “I’m not broken, why are you trying to fix me?” No personal benefit  “Sure, I see why the big-wigs would want this, but what’s in it for me?” ©2013 SUSAN HANLEY LLC

How does change impact your adoption plan?

Secret # 6: It’s all about comfort

Supplement with timely, recurring fun …    SharePointoberfest - inebriate while you collaborate!

Persistent communications that rocked

30 for 30

Get Sharp on SharePoint

Tested ideas for your communications plan             Regular “on site events” – Polls on Mondays, Conversation Topic of the Week on Tuesdays, Employee Spotlights on Wednesdays, Trivia on Fridays Leverage existing meetings and events Create (and use) an “anecdote” bank Target your messages Did you know …? (tip of the day) Portal Minute at the start of company meetings

Weekly recap

“Look what they did” success stories Cafeteria table toppers Message board/break room announcements or posters Desktop wallpaper

Usability testing

Secret # 8: It’s about support

It takes a village ©2013 SUSAN HANLEY LLC Seed the organization with evangelists Plan ongoing support Make sure the help desk is prepared  Pilot team  Volunteers  Employee advocates  Office hours  Center of Excellence  Training and Documentation

Secret # 9: It’s about fun!

Incentives and rewards help kick-start …   Key Influencer Strategy  Someone important  Model the behavior Fun Stuff  Scavenger Hunt  Launch Video  Points, Badges, Prizes  Five for Five  “Profile Week” ©2013 SUSAN HANLEY LLC

… and gamification can help maintain engagement … in the right situations ©2013 SUSAN HANLEY LLC Gamification is the application of game elements and game mechanics to non-game problems, such as business and social impact challenges.

Is gamification appropriate for your business challenge?

    Motivation: Where would you derive value from encouraging behavior?

Meaningful choices: Are your target activities sufficiently interesting?

Structure: Can the desired behaviors be modeled through a set of algorithms?

Potential conflicts: Can the game avoid conflicts with existing motivational structures?

Allow users to provide feedback     User feedback helps identify where you’ve got adoption challenges Provide an opportunity to provide feedback on every page of your site Get up out of your desk and ASK for feedback!

Secret # 11: You’re never done

Secret # 12: It’s about sharing

Adoption is not the end game Adoptable solutions solve real problems 3.

It’s personal You can prepare It’s about change It’s about comfort It’s about communications 8.

It’s about support It’s about fun!

• • • Independent consultant specializing in • Governance • User Adoption • Metrics • Information Architecture • Knowledge Management • Portals, Intranets, Collaboration Solutions Led national Portals, Management Collaboration, and Content practice for Dell Director of Knowledge Management at American Management Systems [email protected]

susanhanley www.susanhanley.com

http://www.networkworld.com/community/sharepoint

User Adoption Resources   General  Read User Adoption Strategies: Shifting Second Wave People to New Collaboration Technology by Michael Sampson  Jakob Nielsen’s Alertbox: http://www.useit.com/alertbox/ (Current Issues in Web Usability)  Reference article published 3/4/13 about social features on intranets: http://www.nngroup.com/articles/intranet social-features/ SharePoint  Essential SharePoint 2013  Essential SharePoint 2010   Practical Framework for SharePoint Metrics DiscoverSharePoint.com

 SharePoint Server 2010 Adoption Best Practices White Paper (http://bit.ly/acLyla)  www.nothingbutsharepoint.com